Comcast, one of the biggest cable company in the US, recently apologized to customer Lisa Brown of Spokane, Washington due to a very unprofessional way she was treated when she called the company.
Comcast's apology came after Lisa Brown contacted blogger Christopher Elliot to report the incident. As per Elliot's blog site Elliot.org, Brown contacted him last Jan. 27, 2015 because of a billing problem with the cable company. At first, it seemed to be a simple billing issue but it's not. The name of the customer's husband on the bill was changed from Ricardo Brown to A--hole Brown.
Lisa Brown was never rude or unprofessional when she called Comcast to ask for their cable service to be terminated because of some financial difficulties they're experiencing and need to cut cost. She was referred to a retention specialist which offered her another new contract which she didn't take, as reported by the Huffington Post.
Brown even went out of her way to have it fixed by going to her local Comcast office and called the company's Washington office but to her dismay this didn't fix the problem.
Meanwhile, Comcast confirmed that the bill is real. They also announced that the company has taken actions to have the complaint fixed. Comcast also apologized to customer Lisa Brown.
"We have spoken with our customer and apologized for this completely unacceptable and inappropriate name change," Comcast spokesperson Steve Kipp said through an email. "We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation to determine what happened. We are working with our customer to make this right and will take appropriate steps to prevent this from happening again."
As what is mentioned in Yahoo! Tech, Lisa Brown was shocked when she received the new bill not because of the amount stated on it but because of the name change. She was also charge a $60 cancellation fee. Compare to what Brown has went through, Comcast's apology seemed to be not enough.
The incident is a good example of worst customer service which is adding up to the cable company's reputation of being the worst in this field as per American Customer Service Index (ACSI). And Comcast should do more than just apologizing to the customer.
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